QUEZON CITY UNIVERSITY

Misamis St., San Francisco, Bago Bantay, Quezon City

Bachelor of Science in Information Technology Department

Name of Proponents:

Bogayao, Anjie V.

Estabillo, Jay-R O.

Madrona, Mary Jastine A.

Manalo, Raniel James S.

Velarde, Pauline G.

1.0 Proposed Project Title

PC-Based Queuing System with Loyalty Card for Customer Rewards of Petvet
Animal Health Clinic and Grooming Center

2.0 Area of Investigation

This study will focus on the creation of a program that will be used for
queuing system of the admin and the clients. In this study as options is the loyalty
card for customer rewards. The researchers will get the sample from PetVet
Animal Health Clinic and Grooming Center at Nova Square.

3.0 Reason for Choosing the Topic:

This system is to improve the manual queuing difficulties and to pamper

clients to make them feel special. Manual queuing is a thing of the old, long lines,
bored clients, dull receptionists and attendees, they won’t even enjoy the service.

I
 QUEZON CITY UNIVERSITY

Misamis St., San Francisco, Bago Bantay, Quezon City

Bachelor of Science in Information Technology Department

The burdens of manual queuing are unmanageable long queue line, slow service,
hot-headed clients, stressed employees and congested area. If clients always
experience these kinds of line every day without fail, satisfaction ratings barely stay
good. And nobody, ever, in their right mind, would let their business get a very low
satisfaction rating. After all, satisfaction, upon failing, the survival and market share
soon tends to fall. But this kind of system could always be changed with the help
of technology, computer capability fast-forwarded our technology a decade faster
due to the invention of different programming languages and more powerful
devices. Rather than simply letting people stand in line, we should be proactive
and look at the ways in which we can improve the experience. Putting up a loyalty
card for the customers is a great way to pamper them and make them feel special.
Customers who make repeated visits can collect points and redeem them for
rewards later. Just a steady flow of satisfied visitors.

4.0 Importance of Study

This study is very significant because waiting in line is one of the most
commonly cited reasons why people become frustrated with their experience.
Queuing system organize queues better, so customer wait time is reduced. In
addition to improving wait time, a queuing system can improve how a business
uses its employees. Employees can be utilized for other tasks besides managing
the till, improving productivity. The proponent of the study wants to find out a
solution to eliminate long lines. Long wait times are harming customer experience.
A queuing system gives your customers access to the services they need without
wasting their time. A proper queuing system strategy shortens on-site wait times
and reduces walkaways. It will boost staff productivity. A queuing system frees the
staff from managing long lines, allowing them to focus on what matters satisfying
customer needs. This makes working environment more fulfilling and creates a
sense of accomplishment in employees. It will reduce customer complaints. A

II
 QUEZON CITY UNIVERSITY

Misamis St., San Francisco, Bago Bantay, Quezon City

Bachelor of Science in Information Technology Department

queuing system informs customers of their status in a queue, thus making wait
times feel shorter. By allowing customers to use their time in a more efficient
manner, a queuing system builds up customer experience. It provides valuable
data. A queuing system gathers real-time data about the service, wait time, and
customers. It will also improve the business image because the use of a queuing
system boosts customer appeal of a business. Returning customers are the key to
success in any business, be it large or small. With the help of the loyalty card they
can keep a track on the frequently visiting customers. It helps them analyze their
loyal customers, track how frequently they visit, and judge when they will visit again.
Customer loyalty cards can work wonders for a small business. Knowing your
customers helps to adjust your business offerings according customer’s visit
pattern, which in turns increases regular customers. The more regular customers
you can get, the more revenue you can generate for your business. It seems more
innovative and in tune with technology. By improving customer engagement, a
queuing system turns visitors into customers, and customers into promoters.

5.0 Target Users/ Beneficiaries

The main beneficiary of this research is:

Pet shop manager: The researchers will try to help the pet shop managers to
making it easier to manage the crowds. To easily give instructions to the visitors.
To improve the working environment and also to not let visitors to register during
closing hours.

Clients: The clients will get served as soon as possible. It reducing actual and
perceived wait time of the visitors. It informs visitors of their real-time status in a
queue. Queuing system is a versatile system that benefits customers, managers,

III
 QUEZON CITY UNIVERSITY

Misamis St., San Francisco, Bago Bantay, Quezon City

Bachelor of Science in Information Technology Department

pet lovers and business owners alike, and it also helps with analytics and customer
service.

6.0 Similarities with Previous Study/ Project

This proposed project is similar to:

Local study:

According to the study of “Automatic Queuing System using Touch Screen

Panel at Treasurer’s Office of Our Lady of The Pillar College-Cauayan” by Mario
Maraggun Jr. and Niño Vico Vallejo (2014), this project will decrease students
waiting time and it will make the transaction in the treasurer’s office more quickly
done. It will be very helpful in the convenience of students in the school. This
project helps the school to manage the transaction of each student in the
treasurer’s office transaction will be more organized with the help of the automatic
queuing system. Other schools this study will give them idea to implement systems
like the automatic queuing system using touch screen panel that will give
satisfaction and convenience to their students. It can also help in the endorsement
of their school. The similarities of this project is a set of principles aimed at
controlling customer flow and streamlining the queuing experience. A queuing
solution is not a tool aimed only at customers it will also help the pet shop manager.

According to the study of “Impact of Loyalty Card on Philippine Retail

Industry” by Norvin M. Palma (2017), the frequent use of the patronage card
produces a customer life time value for the company. Customers are attracted to
the perks like periodical promotional, earning money value, awareness, customer

IV
 QUEZON CITY UNIVERSITY

Misamis St., San Francisco, Bago Bantay, Quezon City

Bachelor of Science in Information Technology Department

touch point, and serving them as a special one for the company. The card serves
as identification, in order to fasten the transaction. There are many special
privileges for the cardholder / member that they could enjoy compared to non-
users. The attraction of freebies, discounts, savings, and invitation for events
makes their customers loyal to them. Moreover, a loyalty reward system works
best with retail businesses but in the service industry such as spas, facial centers,
laundry centers, and the like, giving vouchers is ideal.

Foreign Study:

According to the study of “Modeling and Analysis of Queueing Systems in

Banks: (A case study of Ghana Commercial Bank Ltd. Kumasi Main Branch)” by
Wallace Agyei, Christian Asare-Darko and Frank Odilon (2015), the danger of
keeping customers waiting can cause prolonged discomfort and economic cost to
them. The time wasted on the queue would have been judiciously utilized
elsewhere (opportunity cost of time spent in queuing). In a queueing system,
managers must decide what level of service to offer. A low level of service may be
inexpensive, at least in the short run, but may incur high cost of customer
dissatisfaction, such as loss of future business. A high level of service will cost
more to provide and will result in lower dissatisfaction costs.

According to the study of “The Impact of Customer Loyalty Programs on

Customer Retention” by Dr. Sima Ghaleb Magatef and Dr. Elham Fakhri Tomalieh
(2015), loyalty programs: are structured marketing efforts that reward, and
therefore encourage, loyal buying behavior, which is potentially beneficial to the
firm. Organizations used rewards programs to retain their best customers.

V
 QUEZON CITY UNIVERSITY

Misamis St., San Francisco, Bago Bantay, Quezon City

Bachelor of Science in Information Technology Department

Frequent customers are awarded redeemable points that can be converted into
free services, upgrades in class, and exchange of other products and services.
Loyalty programs not only a tool to increase the organization’s loyal customers,
but they are an opportunity to gather information about customer shopping habits
and preferences.

Recommending Approval

Ms. Mary Anne B. Manandeg

Subject Teacher

Approved By:

Mr.Ligayo

Subject Coordinator

VI